Associate Support Engineer (Helpdesk)

St. Andrew's Community Hospital; Hong Kong; On-site; HKD 180,000 - 240,000; Full time

Job summary

St. Andrew's Community Hospital in Hong Kong seeks an IT Helpdesk Technician to provide frontline support to staff, diagnose and resolve common hardware, software, and connectivity issues, and maintain service records.

You will assist with device deployment, user accounts, and work with infrastructure and vendor teams on escalations, while prioritising customer-focused communication and accurate documentation. Two years' experience and ITIL or CompTIA fundamentals are preferred.

Qualifications

• Diploma in Information Technology or related field.
• CompTIA A+, ITIL Foundation or Google/Microsoft fundamentals are advantageous.
• At least two years' experience in IT helpdesk or end-user support.
• Experience with Windows, Google Workspace, Microsoft 365, desktops, laptops, printers and mobile devices.
• Experience administering user accounts, permissions and password resets.
• Experience using IT service-management or ticketing platforms.
• Strong troubleshooting across hardware, software, connectivity and user-access issues.
• Knowledge of Windows, Microsoft 365, Active Directory and basic networking.
• Customer-focused communication that explains technical matters clearly.
• Organised with good prioritisation and documentation skills.

Responsibilities

• Serve as the first point of contact for IT incidents, enquiries and service requests.
• Log, categorise, prioritise and track tickets according to service levels.
• Diagnose and resolve Windows, Microsoft 365, email, printing, VPN and connectivity issues.
• Support installation, configuration, deployment and support of desktops, laptops, mobile devices and peripherals.
• Administer user accounts, permissions, password resets and access requests.
• Assist with employee onboarding, transfers and offboarding, including equipment and access arrangements.
• Maintain IT asset, equipment, warranty and software license records.
• Escalate unresolved or high-risk issues with complete diagnostic information.
• Maintain support procedures, knowledge articles and user guidance.
• Support after-hours activities and other end-user computing duties when required.

Skills

End-user support

Windows support

Troubleshooting

Customer communication

Documentation

Active Directory

Education

Diploma in Information Technology

Tools

Ticketing systems

Google Workspace

Microsoft 365

Active Directory

VPN

Job description

Job Summary

• Reporting to the IT Support Manager, this role provides responsive first-line technical support to employees across the organisation.

• The role diagnoses and resolves common hardware, software, access, Google Workspace, Microsoft 365 and connectivity issues, while maintaining accurate service records and meeting agreed response standards.

• The incumbent supports device deployment, user account administration and IT asset control, and coordinates unresolved or higher-risk issues with infrastructure, application, security and vendor teams.

Responsibilities

• Serve as the first point of contact for IT incidents, enquiries and service requests.

• Log, categorise, prioritise and track tickets according to agreed service levels.

• Diagnose and resolve Windows, Microsoft 365, email, printing, VPN and connectivity issues.

• Provide support when need to install, configure, deploy and support desktops, laptops, mobile devices and peripherals.

• Administer user accounts, permissions, password resets and approved access requests.

• Support employee onboarding, transfers and offboarding, including equipment and access arrangements.

• Maintain accurate IT asset, equipment assignment, warranty and software- license records.

• Escalate unresolved, recurring or higher-risk issues with complete diagnostic information.

• Maintain support procedures, knowledge articles and user guidance, and identify recurring problems.

• Support approved after-hours activities and other relevant end-user computing duties when required.
  

Requirements

• Recognised diploma in Information Technology, Computer Science or a related discipline.

• Relevant certifications such as CompTIA A+, ITIL Foundation or Google or Microsoft fundamentals are advantageous.

• At least two years' experience in IT helpdesk or end-user support.

• Experience supporting Windows, Google Workspace, Microsoft 365, desktops, laptops, printers and mobile devices.

• Experience administering user accounts, permissions and password resets.

• Experience using IT service-management or ticketing platforms.

• Strong troubleshooting skills across hardware, software, connectivity and user-access issues.

• Working knowledge of Windows, Microsoft 365, Active Directory and basic networking.

• Customer-focused communicator who explains technical matters clearly and professionally.

• Organised and accountable, with sound prioritisation and documentation skills.